We’d like to offer a round of congratulations to Telstra’s senior management team — including chief executive David Thodey and CFO John Stanhope, who recently took a crash course in Telstra customer service and got their hands dirty in one of the company’s call centres for an afternoon. It’s very, very few executives that would eat humble pie like this to learn how their business *really* functions, and this sort of effort should be applauded.
Telstra Business chief Deena Shiff gets points for looking the most uncomfortable but soldiering on, whereas Thodey himself went in for the upsell jugular straight away — going after a Vodafone conversion. “We’d love to have your Vodafone phone as well,” he told one customer in that silky smooth voice.
Optus, TPG, Vodafone, iiNet … the ball’s in your court. We’re pretty sure Internode MD Simon Hackett’s been out there in the trenches for a decade now.